Client Relations Executive - Key Accounts

Responsibilities Client Focus Serve as service and talent leader to an assigned team and client base as it relates to the delivery of World Class Service. Reinforce the value of our services in direct discussions with clients, addressing our pricing and invoicing philosophy in a manner designed to retain the client. Monitor client survey scores and maintain them at a level established by Senior Leaders. Maintain a relationship with local Sales Leaders, providing support when possible to the sales process. Manage escalated issues and provide direction internally, as well as updates to the client. Possess strong presentation skills, executive presence, business acumen, and an ability to articulate and manage clients’ desired outcomes. Be able to manage difficult situations effectively and with the highest standard of integrity, proactively handling issues with transparency and accountability, setting reasonable expectations for the client and de‑escalating difficult situations. People Leadership Provide overall direction and leadership to Key Accounts HR Business Partners, managing the activities of team members in multiple locations through frequent communication, direction, development, and coaching. Manage relationships with key stakeholders. Establish clearly defined individual performance goals and objectives; communicate these to team members through one‑on‑one meetings and performance planning and review sessions; provide periodic performance feedback and conduct annual performance reviews on all team members. Develop leaders for succession. Work in collaboration with direct reports to establish Individual Development Plans. Work with internal HR, when needed, to develop and administer corrective action and performance improvement plans. Function as a consultant and business partner to other organizations within ADP. Serve as an acting backup to other leaders; providing leadership, guidance, and direction to team members in the absence of the leader. Contract Management and Success Measurements Understand all components of clients’ contracts, including pricing components, service level agreements, and the clients’ service history. Report on progress against Key Performance Indicators and Business Goals, monitoring and managing client success while effectively using data to provide actionable insights. Operational Execution Ensure team Key Performance Indicators are met, driving overall goal attainment focused on client retention, Net Promoter Score (NPS) surveys, and other fiscal‑ and people‑oriented goals. Coordinate and collaborate, within a highly matrixed global organization, including Sales, operational, service and product management partners to drive issues to closure, oversee completion of complex projects, improve efficiency and quality of end‑to‑end experience, and influence the product roadmap to enhance the overall client experience and deliver on the client’s success milestones. Provide continual communication and coordination of functional activities to other departments to ensure effective client support. Act as liaison between client service and other departments. Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals. Make critical staffing decisions. Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units. Prepare and present reports on team performance. Qualifications At least eight years of managing and consulting with small‑ and mid‑sized clients, focused on strategic account management. At least five years of General Management, Sales or Management Consulting Experience, Client Success Management. Be very comfortable with technology and learning new software. Very proficient in the Microsoft Office Suite, including Excel and PowerPoint. Demonstrated skills in analytics and research, client relations, executive presentations and cross‑functional project management. Experience with Human Capital Management solutions and technology. Some travel required. A college degree is great but not required. Other acceptable experiences could include military experience where teamwork, adaptability, organization, and follow‑through help build team and client relationships, identify solutions, and achieve success. Preferred Qualifications Bachelor’s Degree MBA or advanced degree A working understanding of a Professional Employer Organization (PEO) A demonstrated working knowledge of Salesforce Client Relations Management software Previous experience managing client/customer retention and service teams Ability to communicate effectively to all levels of internal and external contacts verbally and in writing Excellent collaboration, organizational, time management, customer service and problem‑solving skills and the ability to work accurately and meet deadlines with frequent interruptions Ability to work and thrive in a team environment, focused on achieving results Ability to manage a team and develop leaders Ability to assess team members’ performance and provide motivational support Ability to work both independently and as part of a team Ability to recognize basic procedural issues as they arise, and elevate to the appropriate level Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations Proficient in the latest web technologies and working knowledge of various operating systems Ability to manage all pertinent ADP HR, Payroll, and Benefits policies and procedures (S) PHR or (S) SHRM CP certification Benefits Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights. Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences. Grow your career in an agile, fast‑paced environment with plenty of opportunities to progress. Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner. Be your healthiest. Best‑in‑class benefits start on Day1 because healthy associates are happy ones. Balance work and life. Resources and flexibility to more easily integrate your work and your life. Focus on your mental health and well‑being. We provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another. Join a company committed to giving back. Generating a lasting, positive impact upon the communities in which we work and live. Get paid to pay it forward. Company‑paid time off for volunteering for causes you care about. Compensation Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. The compensation for this role is $94,700.00–$192,100.00/Year. Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance. #J-18808-Ljbffr Fairygodboss